At Zalcoon, we strive to provide our customers with high-quality products and excellent customer service. If you are not completely satisfied with your purchase due to receiving a damaged product or the wrong order, we offer a hassle-free return and exchange policy. Please read the following terms and conditions carefully.
Return and Refund Conditions
Eligibility for Returns and Refunds:
- We accept returns and offer refunds only for damaged products or wrong orders.
- To be eligible for a return, you must notify us within 7 days of receiving your order.
- The product must be unused, in its original packaging, and in the same condition as when you received it.
Non-Eligible Products:
- Products that are not damaged or wrong orders are not eligible for returns or refunds.
- Items that have been used, altered, or damaged by the customer are not eligible for returns or refunds.
How to Initiate a Return
Step 1: Contact Us
- Email us at zalcoon@zalcoon.com with your order number, a description of the issue, and photographs of the damaged product or wrong order.
Step 2: Await Approval
- Our customer service team will review your request and respond within 1-2 business days. If your return is approved, we will provide you with a return shipping label and instructions on how to send the item back to us.
Step 3: Ship the Item
- Pack the item securely in its original packaging and include all accessories, manuals, and documents. Attach the return shipping label to the package and drop it off at the designated shipping location.
Refund Process
Refund Approval:
- Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
Processing Time:
- If your return is approved, your refund will be processed within 5-7 business days. The refund will be issued to the original payment method used for the purchase.
Exchange Policy
Eligibility for Exchanges:
- We offer exchanges only for damaged products or wrong orders.
- To be eligible for an exchange, you must notify us within 7 days of receiving your order.
How to Initiate an Exchange:
- Follow the same steps as initiating a return. If your exchange request is approved, we will ship the replacement item once we receive the original item.
Processing Time:
- Exchanges will be processed within 5-7 business days after we receive and inspect the returned item.
Contact Us
If you have any questions or concerns about our Return and Refund Policy, please contact our customer service team:
- Email: returns@zalcoon.com
- Phone: +971 52 1882464
Thank you for shopping with Zalcoon! We value your business and are committed to ensuring your satisfaction with every purchase.
